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Will look elsewhere

I have for the last 3 years took Insure & Go's skiing Insurance. Mid January this year I had an accident and broke my clavicle and 3 ribs. The Clavicle need injections and a sling, which I had to pay cash for in resort in Austria. When I got home I made a claim. After a few weeks I began to chase for settlement and received excuse after excuse, but did eventually get a cheque. In May I received a letter from Insure & Go advising that they needed some forms filling out with pictures of the slope and the positions of people etc. Why get this now after 4 months? I tried to phone the number on the letter to let them know and was politely told "we are a little busy, leave your name and someone will ring you back in 48 hours". 48 hours ... their website says travel Insurance help ... in a hurry. Sadly when you search the web Insure & Go appear to be cost effective, but when you need to make a claim all pretence of customer service disappears. I have run customer service departments myself, and to not be able to answer a customer query immediately is bad enough, but to be satisfied with saying to your customers we will phone back within 48 hours is disgraceful. When I had the accident I considered being helicoptered off the slopes and taken to hospital, but decided it would make the claim process easier handling it manually. I dread to think how painful the process would have been if I had relied on the overseas assistance service, although to be fair I should only comment on the part of their business I have experienced. maybe all the good people work in that area.For me, I will look elsewhere for my next insurance for either summer or winter cover.

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they do automatically renew annual policies, which isn't stated on the website. it's hidden in the terms and conditions. When taking out a policy, it's not clear, that it is recurring. However, upon complaining, i got the money refunded and the contract cancelled straight away. they took the money on the 9th and i called on the 21st, which was within their 14 day cool off period policy.i can't say anything about claims, as i never had to make one.

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Today, I received an annual travel insurance policy through the post which I did not request. Having looked at my bank statement, I can see that a payment was debited for this 2 weeks ago. It seems that the policy renewed automatically from last year. A customer services assistant told me that I should have received a renewal notice in advance. I received no such notice. From reading reviews it seems I am not the only person to have experienced this. Either this is gross incompetence or a deliberate strategy to wait until the 14 days cooling off period is about to expire before informing the client. Either way: DON'T USE THIS COMPANY

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I put up with poor quality service quite often and rarely compain, but beware of this company

I took out their policy and had been a member for a couple of years. I needed to claim back in March as I needed medical treatment whilst abroad. Thats where the problems have started.

I had to send my claim details twice because they could not obtain the originals. I have chased them repeatedly and whilst they say they're actioning it, no one can give me confirmation that they've dealt with the claim.I've now received numerous collections letters from the medical group as several months on Insure and Go have not contacted the medical group to begin processing the claim. I raised a formal complaint 2.5 months ago with their complaints team and still not solved.

I am now on the verge of complaining to the financial ombudsman. The experience has been very uspesting, I worry that I am now blacklisted by the medical group and have my credit file impacted by arrears because this travel insurance company are not operating as they should be.

Oh and to add to the above. I had also incured unecessary high costs when phoning my claim from abroad. The person dealing with the claim spoke very bad english and it took several calls and passing across to a supervisor to be able to take my details down. Also to finalise I was called Mrs in some of their correspondence when it must be quite clear on their system that I am male.

I would give them 0 stars out of 5 if it were allowed, that is how poor the service has been.

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If you have been ripped of by this outfit it is importantthat you report them to as many people as possible e.g office of fair trading, the insurance ombudsman, trading standards the mediawatchdog would be good. they are just a bunch of cowboys.

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Please do not use this tin pot company. They make it really easy to take out an insurance policy, however, very little if anything is covered. They will leave you "high and dry" if you need help abroad. Absolute waste of money. They have no intention of paying out. They make promises and dont keep them, claim not to have received documents even by email (when i have received a confirmation email). I would never use this company again. I suppose you get what you pay for but I dont expect to be ripped off and for them to get away with it. I have now decided to report them to the FSA, Watchdog and have seeked legal advice.

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Avoid! They may be cheap, but will automatically charge your credit card at the end of the year without even writing to you. I used then for a few years - never claimed, but will never use them again, not worth the risk of being ripped off.

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hard work to claim

I purchased silver travel insurance for my holidays in Greece, on arrival i had no luggage which turned up 4 days later so i filled in all the right paperwork at airport and kept all records of the small items i bought to keep me going, i submitted my claim with a receipts and paperwork 2 weeks later i called them asking where they were up to they told me it takes 3 weeks to look at a claim , 3 days later a letter came saying i had only submitted 2 receipts for 6 items (i sent 6 receipts) and i needed written confirmation from the rep in the hotel to prove when my baggage arrived as the policy covered late baggage at £50 for every 12 hours so i managed to get hold of the rep in the hotel who sent me a e mail with all the right information as requested by insure and go . So i sent it all to the claims dept left it 2 weeks and called them was told again it takes 3 weeks to look at a claim (been at this claim 3 months now ) summing up they lose or threw away some of the receipts ask the impossible to prove things are correct then put you to back of the claim list again i feel like they are trying to wear me down till i give up !!!!! NOT GOOD CUSTOMER SERVICE I wont be using them again

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Good health care in an emergency.

I received top notch help and assistance from insure and go. I have used them for travel abroad on numerous occasions, but I always double check exactly what I am covered for. Whilst in Turkey I had a major accident which resulted in a massively ruptured achilles tendon. Once I contacted insure and go they swung into action immediately, I was collected by ambulance and taken to a private clinic to be reviewed, the top Orthopaedic Surgeon on the area examined me and whisked me off to the private hospital. Then after my insurance policy was checked and agreed, I was operated on quickly and efficiently. As I was travelling with my 13 year old step daughter who was now left alone in Turkey they arranged for my partner to be flown out on the next available flight, transported across the country, placed in the same hotel, return flights arranged etc - all at no cost. On the return flight I had 3 seats to myself - all booked by the company to ensure my now fully plaster cast leg was kept elevated.

Absolutely fantastic treatment!!! With insurance, the cheapest may not be the best - always check the policy. I cannot fault insure and go at all.

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I HAVE HAD A PLATINUM POLICY WITH INSURE AND GO FOR OVER 10 YEARS, AND WHEN IT CAME FOR ME TO MAKE A CLAIM I FOUND OUT HOW MISLEADING THEIR POLICY IS. YOU WILL NOT BE COVERED FOR TRAVEL DELAYS IF YOU ARE ON A CONNECTING FLIGHT, EITHER OUTBOUND AND EVEN LESS IF IT IS AN INBOUND FLIGHT.IPHONES, SUNGLASSES, AND WATHCES ARE NOT CONSIDERED PERSONNAL BELONGINGS, ONLY CLOTHING IS. UNLESS YOU REPORT ANY LOSS TO THE POLICE WITHING 24 HOURS YOU WILL NOT BE ENTITLED TO MAKE A CLAIM AT ALL. FURTHER MORE, DESPITE BEING A CUSTOMER FOR OVER 10 YEARS AND HAVING THE PREMINUM TAKING FROM MY CREDIT CARD EVERY YEAR WITHOUT EVEN BEING ASKED SOMETIMES, THEY REFUSED TO CONSIDER MY CLAIM UNLESS I COULD PROVE I WAS A RESIDENT OF THE UK. SHOP AROUND AND BUY YOUR POLICY FROM ELSE WHERE.

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They take your and money run!!!

What a bunch of jokers. Had the worse travel experience of my life in Marrakech recently. Turned up at Gatwick to no flight to Marrakech, it had been cancelled without informing passengers. We were transferred onto a flight from Heathrow via Casablanca and had to pay £50 for 2 coach tickets to travel between LGW and LHR. Luggage was then delayed for 36 hours in Marrakech and only turned up the day before we came home. Bought essential items for myself and 66 year old mother. Had to then pay to travel back to airport to pick up suitcase when they finally arrived as the airline refused to deliver.

Insure and Go refused to pay for ANYTHING. The coach ticket "should be paid for by the airline" (if you've ever flown Royal Air Maroc you will know how impossible this would be). As I had no receipts for the purchases (in 35 degree heat we took the first available place to buy things which was the market square, where they dont have tills let alone receipts!!) they wouldn't cough up one penny (wasn't as if I was claiming for hundreds of pounds - £50 for two people). The receipt I did have for the journey to collect my luggage wasn't covered in 'essential items' so it was, again all at my expense.

Call centre operators are completely useless, sitting there with a script in front of them. Smarmy and just money grabbers. I am only giving them one star as I can't give them none.

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avoid this company, they are happy to take your money, but not to pay you if you make a claim

In October last year I signed up for a two weeks insurance policy with Insureandgo. My small noteboook was stolen during my holiday and made a claim with full documentation. The claim was turned down because "the laptop was not in the hand luggage" although it was clearly written in the claim form that such laptop was missing from my "hand luggage". After my second attempt to be reimbursed was turned down I immediately lodged a claim with Money Claim Online (MCOL). It cost Me £25 to file the claim online. It took almost six months to have the matter resolved to my satisfaction. Insureandgo agreed to settle in full out of court.I would recommend to any unfortunate punter who has not been paid for a genuine claim by Insureandgo to do the same. For those lucky ones who never had any dealings with the company I would warmly recommend not to touch with a barge pole!

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Bought a year's worth of comprehensive travel insurance specifically for winter sports from one of the Insure and Go subsidiaries (travelinsurance.co.uk) and after losing my crash helmet following an accident, had to argue with the company that a snowboard helmet does not fit into an exclusion for cycling equipment. They finally accepted that it was not a cycling helmet after they found another get-out clause because the resort would be unable to provide a written document confirming the loss and I wasn't prepared to escalate a missing helmet to the police! I am now seriously considering purchasing a second policy from a reputable insurer as having gone through all of their T&Cs in great detail I have no confidence that the one I have is worth the paper that it's printed on. Avoid them like the plague and any company owned by them.

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Be Warned !!Short story - my wife got mugged in Palermo and her new £300 camera stolen. We did the whole police notification thing and came back to the UK with the report. Rang up Insure and Go and their "Book value" for the camera was just £66 - which minus the excess of £60 amounted to £6 compension. However, the cheapest you could buy the camera second-hand on ebay was £150. So their "Book Price" is deliberately set far below the market rate to avoid paying out. Makes having insurance with them pointless.

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dont go anywhere with this insurance

I purchased annual insurance with insure and go last year and, although did not need to claim nor speak to anyone was, impressed that they offered coverage for Asthma, something I always worry about when I am away with the change of climate. I thought the annual insurance was good value for money and DID reccomend them to friends. This year while taking my only out of business trip and not using my own credit card coverage, I decided to go back to insure and go.My quote for both of us was £30.17 and I went through the same questionaire as before. Only this time when I receved the email containing my documents, my certificate (4th down the list of attachements) states on the 2nd page 'not covered for asthma' the whole purpose of my chosing the company. When I called Insure and go I was greeted by 'Amy' who was more interested in advising me that I could not cancel my claim within 30 days despite not giving me any other information and my payment being 16mins prior to my call. After being transfered 4 times I was eventually brought through the questionairre again, as some of the questions where in my opinion ambiguous and received the cover I requested only miraculously this time it was £23.52 more than my original claim and only £41 less than an annual. In my opinion the monkeys answering the phone have no idea about customer service or solution and are happy to answer a phone in the same monotone you'd expect from a call center, keep to the script of the manual they are provided on onboarding and offer no value at all